Job Description

About the role

At ANZ our purpose is to shape a world where people and communities thrive. We\'re making this happen by improving the sustainability and financial wellbeing of our customers - whether they\'re buying a home, building a business or saving for things big or small .

The Client Services Consultant, Institutional is critical to making this happen will perform delivery of high quality service to a dedicated portfolio of clients, timely resolution of service quality issues and implementation of preventative measures to protect service levels. This role will interact with both internal and external customers and stakeholders and will be responsible for maintaining high quality interactions across multiple channels.

Key responsibilities will include but not limited to;

• Track overall task performance against set targets and objectives across teams, providing constructive feedback.
• Manage difficult customer situations appropriately, identify and analyse trends in customer pain points through various channels (escalation database, customer complaints, etc.)
• Maintain SLA\'s and monitor in terms of customer satisfaction and taking corrective action and provide support and drive engagement within the service canters.
• Monitor workflow activities, accuracy of documentation process and identify, develop and implement process improvements on an ongoing basis.

Location: Singapore
Role Type: Permanent, Full Time

What will you bring?

To grow and be successful in this role, you will ideally bring the following:

• Proven experience in client services, preferably in banking and financial institutions. (Corporate banking experience with Cash and/or Trade knowledge would be an added advantage)
• Strong attention to detail and a genuine concern and drive to continually sustain and improve Quality and Standard
• Ability to work under pressure, prioritise work and engage with stakeholders
• Proven ability to work in a fast paced environment with challenging targets
• Proficient in English and Mandarin language (this role will service customers who communicates in English and Mandarin)
• Proficient in MS Office Suite

You\'re not expected to have 100% of these skills. At ANZ a growth mindset is at the heart of our culture, so if you have most of these things in your toolbox, we\'d love to hear from you.

So, why join us?

There\'s something special about being part of ANZ. From the moment you join us, you\'re part of a team working towards a common goal: improving the financial wellbeing and sustainability of our millions of customers.

Insto only: As a Purpose-led bank we\'ve committed to delivering commercial and societal outcomes across environmental sustainability, financial wellbeing and housing affordability. We deliver these sustainability commitments with our customers, in our business and across the communities where we operate.

But it\'s not just our customers who will feel your impact. You\'ll feel it too. Because at ANZ, you\'ll have the resources and community you need to take the next big step in your career, towards even bigger things in the future.

We offer a range of benefits tailored to the countries in which we operate including Health and Wellbeing programs and flexible working arrangements.

You\'ll also enjoy working in a diverse and inclusive workplace where the different backgrounds, perspectives and life experiences of our people are celebrated. We encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself. If you are a candidate with a disability, let us know how we can provide you with additional support.

To find out more about working at ANZ or to view other opportunities visit www.careers.anz.com. You may apply for this role by visiting ANZ Careers and searching for reference number 38644

Job Posting End Date

02/06/2023 , 11.59pm, (Melbourne Australia)

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